IT Support Engineer L1 (Arabic Speaker)

Role overview

We are hiring an IT Support Engineer at L1/NOC level to join a round-the-clock operations team in Dubai. The position focuses on keeping enterprise IT, network, and security systems available and performing well through active monitoring, incident handling, and first-level technical support.

Key responsibilities

• Keep watch over network, security, and IT infrastructure using SolarWinds and similar monitoring platforms.
• Act quickly on alerts, outages, and support requests while staying within agreed service levels.
• Carry out initial troubleshooting across switches, routers, firewalls, load balancers, MPLS, and WAN connections.
• Hand over more complex incidents to L2/L3 support and follow through until closure.
• Record, update, and manage incidents in ServiceNow or another IT service management system.
• Support routine maintenance activities, patch deployments, system health reviews, and configuration changes.
• Draft operational updates and keep technical records/documentation current.
• Work closely with infrastructure, network, security, and application teams to resolve issues.
• Take part in rotating 24/7 shifts and provide on-call support when needed.

Requirements

• A bachelor’s degree or diploma in IT, Computer Science, or a related discipline.
• At least 3 years of experience in IT operations, NOC, service desk, or infrastructure support.
• Practical experience with network hardware, firewalls, WAN/MPLS links, and monitoring solutions.
• Prior exposure to SolarWinds and ServiceNow is preferred.
• Good analytical ability, problem-solving skills, and clear communication.
• CCNA, CCNA Security, or an equivalent networking certification is preferred.

Preferred skills and background

• Experience working in a 24/7 operational support setup.
• Understanding of ITIL practices and incident management workflows.
• Familiarity with AWS, Azure, and cybersecurity operations.
• Exposure to configuration management and automation tools.

Additional notes

This role is based in Dubai and requires participation in shift rotations as well as on-call coverage when operationally necessary. The employer is seeking an Arabic-speaking candidate for this position.